Case Sharing


Industry: Government/ Public Utility

Services: Energy Cert.

DSD, Drainage Services Department, ISO 9001, QMS

Drainage Services Department (DSD) is responsible for sewage collection, treatment and disposal in an environmentally responsible manner and provide high standard of protection against flooding. The main task of DSD is to improve sewage treatment, drainage system and harbor area treatment in Hong Kong Island, Kowloon, New Territories and Islands. To guarantee service quality and establish process, DSD invited TQM to help establish and implement Quality Management System.


Project Scope

  • Established strategy plan in the implementation of quality management system

  • Interviewed senior staffs, understood their expectations and reviewed the resources distribution

  • Identified the gaps between the current management approach and the expected quality culture

  • Developed and participated in the development of a 3-year corporate strategy plan of quality management in the Department



  • Developed specific quality policies

  • Identified key processes

  • Established key process objectives and process control documentation

  • Set up measurement and monitoring mechanisms for the process and service performance

  • Conducted customer satisfaction surveys

  • Reported the conducted a comprehensive management review on the SBU performance and presented achievements report

  • Achieved ISO 9001:2000 Certification

Other Achievements

TQM has conducted 2 “PAS 55 Internal Auditor” and “Risk Assessment” workshops for the staff of the 7 SCPs of the E&M Branch of DSD (2013 & 2015).


  • TQM has assisted DSD in 6 ISO 9001 certificates + 1 ISO 9001 Corporate certificate.


  • TQM has conducted the ISO 14001:2004 project and the related training for the whole Department, and achieved 7 ISO 14001 certificates + 1 ISO 14001 Corporate certificate.


  • TQM has assisted DSD to implement OHSAS 18001 and achieve 7 OHSAS 18001 (IMS) Certificates and an OHSAS 18001 corporate certificate for the whole Department, and recommend a strategy for IMS Certification.


  • TQM has assisted DSD in 21 ISO 9001 and ISO 14001-related awareness, transition, internal auditor and implementation training projects.


  • TQM has assisted DSD to Conduct a Staff Opinion Survey, Promote its New VMV and Enhance DSD’s image among its Staff (2007-2008).